Participates and adds analytical insight to projects which may include identifying opportunities to better serve customers and reduce demand on customer service agents, through process enhancements or automation in Interactive Voice Response (“IVR”).

Works with IT/Operations support to plan for and respond to disaster recovery, prevent outages, and respond to outages quickly.

qualifications

Experience: Minimum of five years experience in call center environment required. Experience leading a team or in a management role preferred. Demonstrated applied knowledge of statistical methods required. Expert proficiency in Microsoft Office suite, including Access and advanced Excel skills required.